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ITIL Foundations

ITIL Foundations

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Published by jay_hyd
Basics of ITIL foundation course
Basics of ITIL foundation course

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Published by: jay_hyd on Mar 16, 2011
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MATERIAL DO CURSO
ITILFOUNDATION
- Janeiro 2004 -
 
Material do Curso de ITIL
Índice
Introduction .....................................................................................................................................................................................6 IT Service Management...................................................................................................................................................................8  IT Service Management – Background.......................................................................................................................................8  Services and Quality............................................................................................................................................................10  Quality Assurance...............................................................................................................................................................11  ISO-9000.............................................................................................................................................................................13  Organisational Maturity.......................................................................................................................................................14  CMM...................................................................................................................................................................................15  Organisation and Policies..........................................................................................................................................................16  Vision, objectives and policies............................................................................................................................................16  Planning Horizon.................................................................................................................................................................17  Culture.................................................................................................................................................................................18  Human Resource Management............................................................................................................................................19  IT Customer Relationship Management..............................................................................................................................20  Processes..................................................................................................................................................................................21  Processes and departments...................................................................................................................................................22  IT Service Management.......................................................................................................................................................23  Introduction to ITIL.......................................................................................................................................................................24  Background...............................................................................................................................................................................24  Advantages to the Customer/End User:...............................................................................................................................25  Advantages to the IT Organisation:.....................................................................................................................................25  Potential disadvantages:.......................................................................................................................................................26  Organisations............................................................................................................................................................................26  OGC (CCTA)......................................................................................................................................................................26  ITSMF.................................................................................................................................................................................27  EXIN and ISEB...................................................................................................................................................................27  The ITIL Books........................................................................................................................................................................28  ITIL (IT Infrastructure Library)...........................................................................................................................................28  Business Perspective............................................................................................................................................................29  Service Delivery..................................................................................................................................................................31  Service Support...................................................................................................................................................................33  IT Infrastructure Management.............................................................................................................................................35  Applications Management...................................................................................................................................................36  Management and Organisation............................................................................................................................................36  Planning and Implementation..............................................................................................................................................37  Service Desk  .......................................................................................................................................................................................................38  Introduction..............................................................................................................................................................................38  Objective ..................................................................................................................................................................................39 Process Description ..................................................................................................................................................................39 Activities ..................................................................................................................................................................................39 Activities.............................................................................................................................................................................40  Incident control....................................................................................................................................................................40  Roles ........................................................................................................................................................................................41 Relationships ...........................................................................................................................................................................41 Benefits ....................................................................................................................................................................................42 Summary.............................................................................................................................................................................43  Common Problems ..................................................................................................................................................................43 Metrics .....................................................................................................................................................................................45 Service Desk Structure - Best Practice......................................................................................................................................45  Structure of a Service Desk .................................................................................................................................................45  Centralised Service Desk .....................................................................................................................................................46  Virtual Service Desk ............................................................................................................................................................47  Essential Terms.........................................................................................................................................................................48  Incident Management .......................................................................................................................................................................................................49  Introduction..............................................................................................................................................................................49  Objective ..................................................................................................................................................................................50 Process Description ..................................................................................................................................................................50 Activities ..................................................................................................................................................................................51 Incident detection and recording..........................................................................................................................................51  Classification and initial support..........................................................................................................................................52  Investigation and diagnosis..................................................................................................................................................52  ............................................................................................................................................................................................53 
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Material do Curso de ITIL
Resolution and recovery......................................................................................................................................................53  Incident closure ..................................................................................................................................................................53 Incident ownership, monitoring, tracking and communication............................................................................................53  Roles ........................................................................................................................................................................................53 Relationships ...........................................................................................................................................................................54 Benefits ....................................................................................................................................................................................55 Common Problems ..................................................................................................................................................................56 Metrics .....................................................................................................................................................................................56 Number of Incidents per time period...................................................................................................................................57  Number of Incidents per category........................................................................................................................................57  Number of Incidents per priority level.................................................................................................................................57  Incident resolution performance against service levels........................................................................................................57  Number of closed Incidents per time period........................................................................................................................57  Best practice.............................................................................................................................................................................57  Incident Management tools:.................................................................................................................................................57  Different types of escalation................................................................................................................................................57  Essential Terms.........................................................................................................................................................................58  Problem Management....................................................................................................................................................................59  Introduction..............................................................................................................................................................................59  Objective ..................................................................................................................................................................................59 Process Description ..................................................................................................................................................................60 Activities ..................................................................................................................................................................................62 Problem Control .................................................................................................................................................................62 Error Control.......................................................................................................................................................................63  Proactive Problem Management..........................................................................................................................................64  Completion of Major Problem reviews................................................................................................................................64  Roles ........................................................................................................................................................................................65 Relationships ...........................................................................................................................................................................65 Benefits ....................................................................................................................................................................................66 Common Problems ..................................................................................................................................................................67 Metrics .....................................................................................................................................................................................68 Best practices............................................................................................................................................................................69  Essential Terms.........................................................................................................................................................................70  Introduction..............................................................................................................................................................................70  Objective ..................................................................................................................................................................................71 Process Description ..................................................................................................................................................................72 Activities ..................................................................................................................................................................................73 Recording............................................................................................................................................................................73  Accepting (Rejecting)..........................................................................................................................................................73  Classifying...........................................................................................................................................................................73  Planning..............................................................................................................................................................................73  Coordination........................................................................................................................................................................74  Evaluating............................................................................................................................................................................74  Roles ........................................................................................................................................................................................75 Change Manager ..................................................................................................................................................................75  Change Advisory Board (CAB)..........................................................................................................................................75  Change Advisory Board/Emergency Committee(CAB/EC) ..............................................................................................75  Relationships ...........................................................................................................................................................................75 Benefits ....................................................................................................................................................................................76 Common Problems ..................................................................................................................................................................77 Metrics .....................................................................................................................................................................................77 Best practices............................................................................................................................................................................78  Essential Terms.........................................................................................................................................................................78  Configuration Management .......................................................................................................................................................................................................79  Introduction..............................................................................................................................................................................79  Objective ..................................................................................................................................................................................79 Process Description ..................................................................................................................................................................80 Activities ..................................................................................................................................................................................81 Planning:.............................................................................................................................................................................82  Identification:......................................................................................................................................................................82  Status accounting.................................................................................................................................................................83  Verification and audit..........................................................................................................................................................84  Roles ........................................................................................................................................................................................84 Relationships ...........................................................................................................................................................................85 Benefits ....................................................................................................................................................................................85 Common Problems ..................................................................................................................................................................86 Metrics .....................................................................................................................................................................................87 Key performance indicators.................................................................................................................................................87  Best practices............................................................................................................................................................................88 
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